Sometimes the four statuses that are included within KB Support core are not enough to support your workflow and you need to add more.
The Canned Replies extension enables you to store the responses that you most commonly use when replying to customer tickets. Once stored, the canned replies are instantly accessible to agents managing tickets. They can add the reply content with a single click of a button.
KB Support includes an option for you to restrict access to each KB Article you publish.
If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content, including comments, will not be visible until the user has successfully logged in.